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IBM SmartCloud Control Desk vs Micro Focus Service Manager comparison

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Featured Review
Find out what your peers are saying about IBM SmartCloud Control Desk vs. Micro Focus Service Manager and other solutions. Updated: January 2022.
566,121 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This is its most strong feature that is easily integrable with a monitoring solution. It creates tickets, and the workflow feature is the most important one.""The solution is very easy to work with.""In the early stages of our company, all requests were done in notebooks, and none of it was centrally managed. But now we have a central tool which is an entry point for all requests that come in.""SLA integrations, reports, and integration with other applications are the most valuable.""The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that.""The solution has been stable."

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"It can adapt to any process in the organization.""Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."

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Cons
"The reporting in relation to updating could be improved upon.""Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy.""The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time.""The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends.""The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces.""The solution lacks a graphical user interface."

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"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system.""With the new version moving toward the codeless configuration is good, but it's losing flexibility."

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Pricing and Cost Advice
  • "It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."
  • "The licensing we have for IBM Control Desk is on a yearly basis. They have a concurrent license and an administrative license. And with these, you get all the products. There aren't any additional fees for extra add-ons or anything like that."
  • More IBM SmartCloud Control Desk Pricing and Cost Advice →

  • "I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
  • More Micro Focus Service Manager Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This… more »
    Top Answer: 
    It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher… more »
    Top Answer: 
    The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible… more »
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    Ranking
    11th
    out of 55 in Help Desk Software
    Views
    1,098
    Comparisons
    787
    Reviews
    6
    Average Words per Review
    839
    Rating
    7.5
    23rd
    out of 55 in Help Desk Software
    Views
    1,978
    Comparisons
    1,447
    Reviews
    4
    Average Words per Review
    635
    Rating
    6.3
    Comparisons
    Also Known As
    SmartCloud Control Desk
    HPE ITSM, HPE Service Manager
    Learn More
    Overview
    IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.

    Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

    Offer
    Learn more about IBM SmartCloud Control Desk
    Learn more about Micro Focus Service Manager
    Sample Customers
    St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
    resultspositive, Globicon
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider25%
    Government8%
    Financial Services Firm5%
    REVIEWERS
    Financial Services Firm35%
    Aerospace/Defense Firm12%
    Healthcare Company8%
    Comms Service Provider8%
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider18%
    Government10%
    Financial Services Firm6%
    Company Size
    REVIEWERS
    Small Business63%
    Large Enterprise38%
    REVIEWERS
    Small Business18%
    Midsize Enterprise7%
    Large Enterprise76%
    Find out what your peers are saying about IBM SmartCloud Control Desk vs. Micro Focus Service Manager and other solutions. Updated: January 2022.
    566,121 professionals have used our research since 2012.

    IBM SmartCloud Control Desk is ranked 11th in Help Desk Software with 6 reviews while Micro Focus Service Manager is ranked 23rd in Help Desk Software with 2 reviews. IBM SmartCloud Control Desk is rated 7.4, while Micro Focus Service Manager is rated 6.0. The top reviewer of IBM SmartCloud Control Desk writes "Helps us improve business processes with centrally managed requests, but the interface needs polish". On the other hand, the top reviewer of Micro Focus Service Manager writes "Incident management with good support but the configuration and reporting could be simplified". IBM SmartCloud Control Desk is most compared with ServiceNow, JIRA Service Management, SCSM, Clarity SM and BMC Helix ITSM, whereas Micro Focus Service Manager is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BMC Helix ITSM and TOPdesk. See our IBM SmartCloud Control Desk vs. Micro Focus Service Manager report.

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